How to predict, manage and reduce churn?

Churn Management is a “fundamental concern for businesses and the emergence of the digital economy has made the
problem even more acute” (Lejeune, 2001 p375). “Customer churn has become a particularly significant problem for
firms in publishing, financial services, insurance utilities, healthcare, banking …and the Internet” (Neslin et al
2006 p.204)

What does academic research on churn management have to offer for managers who wish to predict, manage and reduce
churn?

Identify the best evidence from journal papers on churn and related topics such as defection and retention and
summarise your recommendations to managers in any relevant business of your choice (telecommunication would be
preferred)

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